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Holiday Readiness Handbook 2012
   
 

Introduction:
This whitepaper marks the third year in which we ask users of live chat about how the impending rush of the holiday shopping season affects their use of our technology. While many of the results presented here are, indeed focused on live chat software, there are some beyond the scope of this technology alone. For this reason, companies with or without live chat deployments may find the data useful.

Findings:
This year’s report holds some similarities to previous year’s data and some surprising and significant differences as well. The data informs us about the organization learning curve for live chat, the multi-channel reality for live chat agents, the likelihood of price-focused promotions for this holiday, and live chat optimizations that reach well beyond black Friday and cyber Monday.



 
 

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Whitepapers

Live Chat Performance Benchmarks, 2012:  Because our products are provided through a software-as-a-service model, our infrastructure includes aggregated data from thousands and thousands of live chat customers. This massive base of real-world data has enabled us to extract the findings presented in this document.
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Holiday Readiness Handbook 2012:  This paper, created from the survey results of more than 300 companies explores the importance of the holiday shopping season for online businesses, the preparations they make generally, and the impact the holidays have on the live chat implementations present on the respondents’ sites.
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5 Ways BoldChat is Different:  Why go with BoldChat? We know there are many choices when it comes to live chat. Here's 5 reasons to go Bold.
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Live Chat Buyer's Guide:  If you’ve started investigating solutions then you also know there are a confusing number of choices available. Here are ten questions that can help you to find the right product for your business.
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5 Questions about Proactive Chat:  Without a doubt, the most talked about and controversial topic surrounding live chat software is the practice of proactively inviting visitors to engage in a live chat interaction. This short whitepaper answers the five most frequently asked questions about proactive chat.
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Live Chat's New ROI: Return on Invitations:  This whitepaper contains detailed information and step-by-step implementation plans which will help readers extract maximum value from pro-active live chat.
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Google Analytics Integration:  
This paper is geared toward persons who are comfortable working with HTML code. Advanced HTML coding is not required but some level of familiarity with the basics of HTML will be helpful. Experience implementing Google Analytics code and setting up Goal Funnels is a requirement for anyone wanting to follow the best practices contained herein.
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Holiday Readiness Handbook 2011:  This whitepaper marks the second year of our attempt to uncover "from-the-trenches" ideas about live chat tuning.
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